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Understanding expectations an important part of a customer service strategy
Jan 9 2012, 17:00 PM
Understanding and managing expectations is an essential part of any good customer service strategy, according to experts.
Writing for Smart Company, serial entrepreneur and author Tom McKaskill said that knowing what customers expect from a product or service and matching that with what it is possible to deliver is the key to a successful business.
This is made more difficult by the fact that often the customer bases their expectations on reviews they have read or discussions with friends and the company is not part of this process.
However, businesses can tackle this issue by ensuring they are in regular contact with customers via direct mail and email, keeping them updated about new products, order statuses and any special offers.
"You want your existing customers to be able to give a referral on something that will correctly set new customer expectations. You also want your existing customers to know that they will receive what they expect when they repurchase," Mr McKaskill added.
Good data management can help with this process by ensuring that you have all your customers' data to hand and that you are sending out relevant, targeted communications.
Posted by Neil Hill
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